Merquit Lara
Montreal,Canada
Summary
Expert in customer service and technical support within the broadcast industry, specializing in CRM and process optimization. Over 20 years of experience in diagnosing and resolving technical issues to enhance customer satisfaction. Proven track record at Grass Valley in improving order management and system testing for increased accuracy and efficiency. Committed to leveraging technical skills and strategic problem-solving to drive team and customer success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Ross Video
05.2023 - Current
- Enhanced customer satisfaction by resolving technical issues and providing timely support.
- Resolved three to five technical support inquiries daily.
- Documented support interactions for future reference and training.
- Escalated critical incidents to specialized departments for rapid resolution.
- Collaborated with cross-functional teams to address complex problems, improving operational efficiency.
- Delivered high-level technical support via phone, email, and web, meeting service level goals.
- Reduced response times through effective communication, ensuring prompt customer assistance.
Senior CS Account Specialist /Order Management Specialist
Grass Valley
04.2022 - 05.2023
- Resolved account issues promptly, boosting client satisfaction through exceptional service.
- Managed multiple accounts, showcasing strong organizational skills and attention to detail.
- Assisted Sr. Manager, Sales Order Management with new project initiatives and process introductions.
- Generated KPI reports and trained new employees on operational processes and tools.
- Troubleshot SAP/Epicor transactions, ensuring accurate corrections and problem resolution.
- Supported Operations Management and other teams in adhering to order management procedures.
- Coordinated IT testing and process testing for system enhancements.
CS Account Specialist /Senior CS Account Specialist /Order Management Specialist
Grass Valley
01.2019 - 03.2022
- Achieved high client satisfaction through timely resolution of billing disputes and account concerns.
- Resolved complex billing and payment issues for accurate financial records.
- Managed multiple accounts simultaneously, showcasing strong organizational skills and attention to detail.
- Maintained regular communication with clients to enhance relationships and proactively address issues.
- Reviewed account activity to evaluate financial status and identify discrepancies.
- Developed customized financial solutions tailored to individual client needs.
- Collaborated with sales team to upsell products, increasing revenue generation.
- Prepared and submitted invoices, statements, and payment reminders in a timely manner.
Sales Account Specialist / CS Account Specialist
Grass Valley
01.2018 - 12.2018
- Managed dealer and distributor orders daily, ensuring accurate communication regarding order and inventory inquiries.
- Resolved complex billing and payment issues, maintaining balanced and accurate accounts.
- Engaged customers daily to address questions, resolve complaints, handle sales escalations, and initiate lead follow-up.
- Processed requests from sales teams by entering and processing orders in SAP and Salesforce.
- Collaborated with sales and accounting teams to rectify customer purchase order or SAP discrepancies.
- Coordinated closely with shipping department to guarantee timely processing and delivery of all orders.
- Integrated orders from multiple channels with inventory databases to streamline data collection.
Sales Support Specialist, Inside Sales LATAM
Grass Valley
11.2012 - 12.2017
- Coordinated Bid Review activities and managed responses to customer RFI/RFP requests.
- Supplied technical details of proposed solutions to enhance bid quality.
- Prepared and presented sales reports and customer profiles to senior management.
- Collaborated with sales team in brainstorming sessions to develop custom client solutions.
- Supported BID Coordinators throughout the RFI/RFP process, ensuring timely responses.
- Managed communications with Latin American customers and CALA Sales Team through calls and emails.
- Created and revised quotations in CRM systems, including Salesforce and Quotewerks.
- Acted as technical sales liaison between Grass Valley Latin America and Montreal, ensuring alignment.
Education
DEC Telecommunication - Telecommunications Technology/Technician
IUT La Victoria
01.1999
Skills
- Technical troubleshooting
- Exceptional customer service
- Product knowledge
- Remote support
- Superior organizational skills
- Incident management
- Organized and efficient
- System diagnostics
- CRM proficiency
- Order management
- Attention to detail
- Salesforce CRM
Languages
English
Full Professional
French
Professional Working
Spanish
Native or Bilingual
Certification
Salesforce Essential Training
Timeline
Technical Support Specialist
Ross Video
05.2023 - Current
Senior CS Account Specialist /Order Management Specialist
Grass Valley
04.2022 - 05.2023
CS Account Specialist /Senior CS Account Specialist /Order Management Specialist
Grass Valley
01.2019 - 03.2022
Sales Account Specialist / CS Account Specialist
Grass Valley
01.2018 - 12.2018
Sales Support Specialist, Inside Sales LATAM
Grass Valley
11.2012 - 12.2017
DEC Telecommunication - Telecommunications Technology/Technician
IUT La Victoria
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